I buy all my appliances at Lowe's. I've been a customer since I moved to NC in 1997. I have NEVER…read morehad a bad experience....until today, 29 July 2026. The "customer service" was....well, there WAS no customer service.
Went into the Goldsboro store on Betkeley on July 20 to buy a new cook-stove. I've shopped at this store - and purchased appliances- here before. Bought a fridge, a freezer, dishwasher, washing machine and dryer in the past 4 years there. I NEVER EVER imagined I'd experience issues, let alone the appalling treatment we received from Lowe's staff.
We found exactly what we wanted - a GE 5-burner gas stove. A very nice store associate rang us up, scheduled delivery and said we would get it Wednesday! We were thrilled to get it so fast because we're disabled and can't afford to keep eating out.
Wednesday arrives. We eagerly await our delivery......and wait......and wait.....and wait.
At 5 pm I call the store. Their AI bot system assures me I'll get my stove today. Uh, obviously NOT. I call back, and spend several aggravating minutes convincing their bot that I need a real person. Finally it says it will route me to a customer service rep. A person answers, curtly says "will you hold" and slams me on hold without waiting for an answer. I wait on hold.....and wait.....and hang up at the 31 minute, 43 second mark (my mobile timed it).
I try SEVEN MORE TIMES and am either slapped on hold, or their bot disconnects me.
Finally my text message beeps. It says my order has been scheduled for delivery on Tuesday, July 28, between 9 am and 1 pm. There is no explanation for the delay or why my stove never arrived.
I try to call again the next day. After getting switched around again, I finally get a warm body in the appliance dept. fortunately it's the same nice lady who sold me the stove, and she remembers. She says maybe the stove was out of stock. Why did nobody call me? "I don't know." I'm annoyed, but okay, at least it's coming.
Tuesday, July 28. 1 pm arrives, and no stove. My roommate says he'll wait for the delivery while I take a nap. Maybe they are running late. i wake up at 4 pm - still nothing!
I call Lowe's, and each time someone answers, slams me on hold and it rings again. This happens FOUR TIMES before I get a live person. He works in Lawn & Garden and can't help me. I am angry now and ask for a manager. He sends me to "Brian."
"Brian" looks up my order (pay attention because that's important) and says the delivery may be late. Give it til 7.
At 7 pm, nothing. We go to the store. The sales associate, who seems bored, looks up my order, shrugs, says it was cancelled and a refund is being issued. WHAT??? She doesn't know why. Why weren't we called? She says they did call and spoke to "Lauren" I don't even know anybody named Lauren! She says maybe we weren't home (we were). Then she says they emailed us (no they didnt) Was the stove discontinued? Why was my order cancelled? "I don't know" is every answer.
I ask for a manager. We wait 6 minutes (that's after I got bored enough to time then). "Brian" arrives. He remembers talking to me but says "yes, and I told you to call if it didn't arrive" (implication: you should've called instead of coming in)
How rude. He goes through the same bored "I dunno, I dunno, I dunno" as the girl. I tell him this is terrible customer svc, and he says "I haven't done anything to you, ma'am." (ARE YOU KIDDING ME??) I say he hasn't done anything FOR me, either. He says he doesn't know what else he can do because my order was cancelled. Why? "I don't know." (obviously doesn't care, either)
Can we have a different model stove. HIS ANSWER; "If you buy it." (WHAT??! I HAVE ALREADY PAID LOWE'S EIGHT HUNDRED DOLLARS!!!)
Brian acts bored and annoyed, as if our presence pollutes his day. We demand a refund, and he smugly says it will be refunded to our charge card "in 4 to 7 days"
That is almost another week. In the meantime we have no stove, and no money to buy another one! We're on disability and $800 is over half my monthly check alone.
I go online to Lowe's Help and connect to "Renielyn" who is very kind and apologizes for the lousy (non-existent) customer service. She says my stove was supposed to be delivered but the delivery guys couldn't find it in the warehouse to load on their truck. (SO WHY WASN'T I CALLED?) She confirms my address and phone number are correct.
Renielyn can deliver my order on August 4. I just want something to cook on! No earlier date is available. I ask for a text confirmation that she promises to send, but I still haven't received.
I'm not confident I'll get my order but have no other option.
I hav never, ever been treated so badly by Lowe's. I can't believe a customer who spent almost a thousand dollars that day means nothing to them.
